Booking.com and Africaren Budget Stay is a nightmare

I referred my niece to Booking.com because I have used them a couple of times. She booked the place called Africaren Budget Stay on the 23rd of January. She got there the place was dreadful and dirty with doors not locking and she was put in the double room as per booking. The place was totally different from what they advertised in the site.

She then canceled the booking and thinking that they will deduct their cancelation fee and give her a refund but they have been giving her store day in and day out..... No refund has been given ever since.

I would like to get answers from booking.com and Africaren Budget Stay.... Their service is horrible and the drop the phones when you try to call them.

Booking.com is horrible and their service is horrible. Africaren Budget Stay is a horrid and filthy dump which is unsafe.